Head of Service Quality

 

• Strong knowledge of banking products, processes, policies, and service standards.

• Good understanding of Bangladesh Bank regulations, particularly FICSD requirements.

• Expertise in Customer Experience, Service Quality, Complaint Management, and Service Audits.

• Strong ability to perform root cause analysis and convert customer insights into actionable recommendations.

• Excellent leadership, communication, organizational, and stakeholder management skills.

• Proven ability to lead teams, drive service transformation, and collaborate across functions.

• Strong customer-focused mindset with a positive approach toward customer feedback and complaints.

• Proactive and results-oriented, with sound judgment and strong problem-solving abilities.

Job Grade: SAVP - VP
Department: Service Quality Department
Reporting to: DMD & CAMLCO

Job Context

Mutual Trust Bank PLC. (MTB) is looking for an experienced and dynamic professional to lead its Service Quality Department. The role will focus on building a customer-centric service culture, improving customer experience, strengthening complaint management, and driving continuous improvement in service quality and standards across the Bank.

Key Responsibilities

• Develop and execute service quality strategies aligned with customer expectations and the Bank’s standards.

• Monitor key service indicators to ensure timely, accurate, and SLA-compliant service delivery.

• Oversee complaint management and customer satisfaction, ensuring prompt resolution of customer concerns.

• Conduct service quality audits across branches, support functions, and contact centers.

• Lead Mystery Shopping, Benchmarking, Telephonic Surveys, Customer Experience Surveys, and Focus Group Discussions to gather customer insights.

• Analyze the root causes of service gaps, customer dissatisfaction, operational issues, and process or system errors.

• Develop and monitor corrective action plans with defined timelines.

• Lead CCS & CMC meetings and provide Management with insights on service issues, complaint trends, and recommended actions.

• Identify training and development needs and coordinate relevant initiatives with HR and MTBTI.

• Drive customer and employee engagement programs to strengthen a customer-centric culture.

• Recommend recognition for high-performing service providers and corrective actions for service standard violations.

• Lead process improvement and re-engineering initiatives to enhance service standards and customer experience.

• Strengthen knowledge management and address knowledge gaps among front-line and back-office teams.

• Maintain coordination with internal stakeholders and relevant authorities, including Bangladesh Bank (FICSD), on service quality and complaints.

• Lead, mentor, and develop the Service Quality team to achieve departmental objectives.